Complaint statistics

Total cases registered per month 2020-2021

Month Total cases
July 2020 520
August 2020464
September 2020538
October 2020-
November 2020-
December 2020 -
January 2021 -
February 2021-
March 2021 -
April 2021 -
May 2021-
June 2021-
Total1511

Total cases closed – FYTD at 30 September 2020

Case issueDescriptionTotal
Billing High/disputed bills, delays, errors, estimated accounts, fees & charges, rebates/concessions, tariff, meters, refunds, etc. 680
Credit Payment difficulties, disconnection, bad debt, etc. 186
Customer service Failure to inform/respond, incorrect advice, poor attitude/service, privacy issues, etc 105
Land Impact of network assets, maintenance, vegetation management, etc. 27
Marketing Conduct of energy marketers, misleading information, pressure, non-account holder signed up, etc. 2
Provision Problems with new or existing energy connections, etc. 119
Supply Quality of energy supply, damage/loss, outage, etc. 28
Transfer Error in billing/transfer of account due to switching retailers, contract terms, delay in transfer, site ownership, etc. 36
Other Customer issues that do not fall into the above categories 22
Referral Customer is referred to other organisation 177
General enquiry General enquiries for information 149
Total 1531

Note: All case issues other than 'Referrals' and 'General enquiries' include a combination of 'Referral to Higher Levels', 'Refer back to suppliers', and 'Investigations'.


Total cases closed per month 2020-2021

Month Total cases
July 2020511
August 2020441
September 2020         579
October 2020 -
November 2020 -
December 2020 -
January 2021-
February 2021-
March 2021-
April 2021-
May 2021-
June 2021-
Total1531

Previous years

Further historical complaints date available on the Open Data Portal.